Operators’ & Attendants’ Manual for Amusement Rides ...

1 Operators & Attendants Manual for Amusement Rides & Attractions Operator Training Manual Purpose The purpose of this booklet is to assist ride operators and attendants to do their jobs in a professional manner. To do so will lead to guests having a safe experience of Amusement , pleasure, fun, excitement, or thrill, as intended through participation in our Amusement Rides and/or attractions. As a ride operator or attendant, you play a KEY ROLE in the success we achieve. You APPEARANCE, COURTESY, ATTITUDE, and PROFESSIONALISM in general will have a bearing on whether guests have a pleasant experience here and whether they will return for other visits in the future.

2 Guest Relations In addition to providing our guests with a SMILE, ATTENTIVENESS, COURTESY and a PLEASING DISPOSITION, we are often called upon to THINK FOR THEM. It is important to keep in mind that, upon entering our gates, guests are seeking to leave behind their daily routine, replacing it for a while with a pleasurable, carefree existence. It is our DUTY to POLITELY but FIRMILY advise them when they are violating SAFETY RULES. Environment Complementing our treatment of guests is the physical environment, which we provide them. If our guests reaction to us is to be positive, we must surround ourselves with a CLEAN, LITTER- FREE, ENVIORMENT. Moreover, trash, litter, grease, and oil are SAFETY HAZZARDS when allowed to accumulate in ride areas or anywhere on the grounds.

3 A part of everyone s daily routine would be to CLEAN UP THE ENVIORMENT by PICKING of LITTER and TRASH. In summary, our philosophy becomes a reality when we bear in mind the equation: COURTESY+ SAFETY +ATTITUDE + CLEANLINESS = PROFESSIONAL OPERATION Of these factors, however there is no question of the foremost importance of one: TAKE AN EXTRA STEP FOR SAFETY Ride Operator and Ride Attendant Responsibilities It is the responsibility of all ride operators and attendants to insure an efficient ride operation by enforcing all regulations as well as those operating procedures dealing with the safe, efficient operation of the Rides and/or attractions you are trained on.

4 The only difference between a ride operator and an attendant is a ride attendant may NOT OPERATE THE CONTROLS of a ride. Other then this difference, the responsibilities will be the same and will include, but may not be limited to the following. Receive ride assignment from your supervisor and pick up the supplies needed for your ride. Report to work at the proper time. Be ready for work when you report. Make certain your personal appearance is in keeping with the accepted standards of company policy. Sweep ride areas, wipe cars and ride seats and clean and/or polish cars, boats, or trains so the ride has an appearance that you would compliment Make a final test run of your ride before opening for the day to make sure everything is ready.

5 Check to be sure that everyone meets the admission requirements and height restrictions of your ride. When enforcing these restrictions, be tactful, courteous and consistent. Conduct yourself in a responsible manner. Be polite, treat your customers with the utmost courtesy. Load the ride, directing guests to their seats making sure that proper load balance is maintained. PAY SPECIAL ATTENTION to guests with special needs. Help the guest lock all SAFETY BARS, BELTS, CHAINS, STRAPS, etc. Make an ACTUAL SAFETY CHECK, before starting the ride. Inform the guests of the proper riding instructions. Direct them while loading and unloading, providing assistance to any guests, young or old who may benefit from such assistance.

6 Make your instructions audible, and in a courteous and friendly manner, as guests respond more favorably to a polite request than to a blatant command. Position yourself at the ride as instructed and do not congregate at one area as this tends to distract your attention from the ride. Operate the ride according to the instructions given during your orientation period and those given in your operating Manual . Do not over speed your ride or increase the ride time. (Note: Ride attendants are there to assist in loading, unloading and ushering guests. They are NOT ALLOWED TO OPERATE THE RIDE.) Keep a watchful eye on the ride while it is in motion, never turning your back to the ride, never leaving your position or talking to passing friends while operating the ride.

7 Closely observe the reaction of CHILDREN who are riding. Keep your work areas as clean as possible during the day. STAY ALERT, SAFETY - CONSCIOUS and READY TO ACT should any unusual situations occur. Be prompt about returning from your break. Maintain a positive attitude at all times. If there is a problem, discuss it with your supervisor ONLY. Report any unusual activities or conduct to your supervisor IMMEDIATELY. No CELL PHONES, PAGERS, MP3 s, ETC. while on duty. Unusual Situations The following is a list of unusual situations you may encounter and the procedures you should follow in these situations. Mechanical - Although the Rides are inspected before each operating day, minor mechanical difficulties are bound to occur.

8 Should this happen on your ride, immediately notify your RIDE SUPERVISOR ONLY. The supervisor will inform you as to what procedure you should follow. The ride should be closed until the problem can be rectified. If, at any time, you hear any unusual NOISE or the ride does not appear to OPERATE PROPERLY, CALMLY, UNLOAD THE RIDE, and notify your supervisor IMMEDIATELY. Notify the guests waiting in line that the ride will be closing temporarily and will hopefully open again shortly. If you and your Supervisor anticipate a lengthy wait, please advise guests to return later in the day. Apologize for the inconvenience. Weather - Weather conditions can interfere with your ride s normal operation.

9 Some Rides remain open during inclement weather; however, others must be closed for safety reasons. Your Ride Supervisor should be aware of storm procedures and inclement weather operations. If your Ride Supervisor is not immediately available, and you have a question about continuing your ride operation in the inclement weather, contact your supervisor before continuing operation. Generally, in heavy storms and heavy rain, all Rides will close temporarily. Wait for clearance according to the ride owner s policy before reopening your ride. Guest Complaints - Some of our guests may have problems or complaints, and you may be expected to handle these complaints. REMAIN COURTIOUS.

10 Never ARGUE, with a guest. Attempt to answer the guest s complaint. If you don t know the answer, contact your Supervisor. If the problem cannot be resolved, you should POLITELY, direct the guest to the office. More often then not, however, a complaint can be resolved simply by politely listening to the guest. Injury to Guest/Employee or Damage to Equipment - Another unusual situation that may occur on your ride is an injury to a guest or employee, or damage to ride equipment. No matter how hard we try to prevent them, these incidents do occur. DO NOT TAKE THESE INCIDENTS LIGHTLY; SPEAK ONLY TO YOUR SUPERVISOR ABOUT THE INCEDENT, AND NO ONE ELSE. Remember to handle these situations PROFESSIONALLY and in a CONFIDENTIAL manner.